Service Desk Analyst
- London
- Permanent
- Full-time
- Provide up to second line technical support to end users via email and phone.
- Troubleshoot and resolve hardware, software, and network related issues.
- Ensure excellent customer service and communication throughout the support process.
- Proactively follow up with users upon resolution to confirm the issue has been satisfactorily addressed.
- Log, track and manage incidents, service requests and alerts using a ticketing system.
- Prioritise and escalate more complex issues promptly and when necessary.
- Ensure timely resolution of assigned incidents to minimise disruption or downtime.
- Maintain and manage assigned call queue to a high standard, prioritising and regularly reviewing tickets.
- Deployment of new software versions and hardware.
- Routine system maintenance checks, updates and backups to ensure service continuity.
- Support starter and leaver processes.
- Ensure procedures and best practices are adhered to and kept up to date.
- Experienced with incident management and problem management.
- Expertise of Windows 10/11, iOS and Microsoft 365.
- Experience of Intune build deployments and Autopilot enrolment.
- Proficiency with Active Directory, Azure Active Directory and Exchange Hybrid environments.
- Financial services Industry experience
- Networking knowledge and experience.
- Good general understanding of IT infrastructure.
- Problem solving and critical thinking to handle and resolve more complex technical issues.
- Exceptional customer service skills, with strong communication and interpersonal abilities.
- Excellent written and spoken English
- Bachelor's degree in information technology, Computer Science, or a related field.
- Industry certifications such as Microsoft and CompTIA.
- ITIL v3/v4 Foundation Certification, and/or working a structured ITIL environment.
- Experience working in a structured ISO27001 environment with awareness of security incident processes and CIS benchmarks.
- Experience with a Service Desk ticketing systems, specifically Freshworks.
- Become part of our collaborative, supportive, and friendly working environment, where you can enjoy a rewarding career with opportunities to enhance your existing skills and knowledge. We prioritise a healthy work-life balance and offer a competitive hybrid working policy.
- Our clear and transparent career pathways provide continuous support for skill enhancement and create opportunities for professional development. Additionally, we offer access to the Protection & Indemnity Qualification, created by the International Group of P&I Clubs.
- Our attractive benefits package includes private healthcare and a competitive wellbeing subsidy.